Refund policy

Last updated: 3 November 2026

Who handles refunds

Plans are sold by PINHAN GROUP LLC. Send refund requests to [email protected].

Unused eSIMs: full refund within 30 days

You can get a full refund if you request it within 30 days of purchase and the eSIM has not been installed on any device and has never been activated (it has never connected to a mobile network). We check the eSIM status with our supplier before approving.

This also covers cases where you find out, before installing, that your device is not compatible or that you bought a plan for the wrong destination.

Installed or used eSIMs: no refund

Once an eSIM has been installed on a device, has connected to a network or has used any data, it cannot be refunded, except for the technical problems described below. This includes, among others, an eSIM installed on an incompatible or carrier-locked device, an eSIM installed for the wrong destination, and an eSIM deleted from the device.

Expired plans, and data or days left unused when a plan ends, are not refunded.

Technical problems

If an installed eSIM does not work because of a problem on our side or on the network side (for example, it cannot connect to any supported network in a covered country), contact us within 7 days of when the problem started and while the plan is still within its validity period.

Please include your order number, your device model, the country and city where you are, a description of the problem and screenshots of any error message and of your mobile data settings.

We will first help you troubleshoot: most connection problems are solved by turning on data roaming for the eSIM or selecting it as your data line. If we confirm that the problem cannot be solved, we will, at our choice, provide a replacement eSIM or a full or partial refund.

Requests made after 7 days, or after the plan has expired, cannot be accepted. Problems caused by an incompatible or carrier-locked device, by settings that were not changed as advised, by use outside the covered countries, or by the coverage and speed variations described in our Terms of Service are not treated as technical problems.

Orders we could not deliver

If your payment was taken but we could not deliver your eSIM, you will receive a full refund to your original payment method.

If an order for several eSIMs is only partly delivered, our team reviews the order and refunds the price of the eSIMs that could not be delivered, to your original payment method or, if you prefer, to your COTA wallet.

How refunds are paid

Approved refunds are made to the original payment method through Stripe. Any part of the order you paid with your COTA wallet balance is returned to your wallet. Discounts from promo codes are not paid out; you are refunded the amount you actually paid.

Card refunds usually appear on your statement within 5–10 business days, depending on your bank.

How to request a refund

Email [email protected] or use the support form (/en/support) with your order number and the email address you used for the purchase. We review every request and reply by email.

For an unused eSIM, you can also request a refund directly from the eSIM's page in the app or on the website (eSIMs section).

Your statutory rights

This policy does not affect any rights you have under the mandatory consumer protection laws of the country where you live.

When the statutory right of withdrawal applies and when it ends is explained in the Pre-contract information: /en/legal/pre-information

Contact

PINHAN GROUP LLC

501 Silverside Road, Suite #105 - 5653, Wilmington, DE 19809, USA

[email protected]